Refund Policy

1. Overview

Dockvio holds milestone payments from clients in escrow until the corresponding deliverable is confirmed delivered and approved. This policy outlines the conditions under which refunds may be issued.

2. Client Refund Eligibility

Clients may be eligible for a full or partial refund in the following circumstances:

• The assigned professional fails to deliver within the agreed timeline and the task is cancelled by the platform.
• The delivered work materially fails to meet the documented brief and revisions cannot resolve the issue.
• The task is cancelled before a professional has been assigned and work has commenced.

3. Non-Refundable Situations

Refunds will not be issued in the following cases:

• The client has approved the delivery and the payment has been released to the professional.
• The client changes the scope or requirements after work has commenced.
• Subjective dissatisfaction unrelated to the agreed brief or deliverables.
• Delays caused by the client (e.g., failure to provide required materials or approvals).

4. Dispute Process

If you believe you are entitled to a refund, contact our support team within 7 days of the delivery date. We will review the task brief, delivered work, and communication history to reach a fair resolution. Our decision on refund disputes is final.

5. Refund Processing

Approved refunds will be returned to the original payment method within 7–10 business days, subject to processing times of the payment provider.

6. Professional Earnings

Earnings credited to a professional's wallet following client approval are considered final and are not subject to reversal except in cases of fraud, platform error, or a successful dispute resolution ruling in the client's favour.

7. Contact

For refund requests or questions, contact: connect@smallshark.co

Also read our Terms & Conditions and Privacy Policy.